Operations Manager

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value. We have over $90m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews. For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value. The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade. Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale. At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds. We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this? The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement. We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
• Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team

Join Raylo as an Operations Manager and lead our US Customer Success team at the heart of our growing business. As we expand into new markets, you'll take ownership of team performance and customer experience for our customers across the US. This role sits within Raylo's Operations function - spanning Customer Success, Collections, Credit Risk, and Supply Chain & Logistics - and is focused within Customer Success. Reporting to the Head of Customer Success and based in Belfast, you'll lead a team of direct reports, coaching and developing Associates and Senior Associates while staying close enough to the work to support complex escalations yourself. You’ll connect Raylo's strategy to the frontline, ensuring that as we grow, we continue to deliver an exceptional customer experience while building a team and operation that can scale with the business. If you're a people-first leader who's data-driven, comfortable challenging the status quo, and enjoys being hands-on with your team, this could be the role for you.

What You’ll Do

• Lead and support the team day-to-day, providing coaching, feedback and guidance to help associates perform at their best and deliver a high-quality customer experience in a new market.
• Manage team performance and priorities, using data and insight to identify trends, address performance gaps and set clear, achievable objectives.
• Own day-to-day operational challenges, balancing competing priorities, solving complex issues and making informed decisions that improve customer outcomes and team efficiency.
• Stay hands-on and close to the customer, supporting complex escalations, helping associates with challenging conversations and ensuring a consistent, positive customer journey.
• Continuously improve how we work, identifying opportunities to improve processes, ways of working and team performance in a fast-paced environment.
• Use data and AI tools to build dashboards and insights that drive change, tracking performance against CSAT, NPS, QA and SLA targets.

You’ll Succeed with

• People leadership & coaching: 3-5 years directly managing a team, with the ability to motivate, develop and support people through regular 1:1s, coaching, feedback and performance management.
• Communication: Clear, confident communication, able to adapt your approach when working with associates, customers and senior stakeholders.
• Problem solving & decision making: Comfort handling complex or sensitive issues, making informed decisions and taking ownership through to resolution.
• Performance management: Confidence using data and KPIs to understand performance, identify trends and take action to improve results, including customer satisfaction.
• Experience with customer service or ticketing platforms for example, Intercom, Google Sheets/Excel and reporting dashboards or BI tools.
• Resilience and adaptability, staying comfortable in a fast-paced environment where priorities, volumes and challenges can change quickly.
• A naturally curious, proactive mindset, with a track record of improving processes, team performance and ways of working, bonus if using AI for this.
• Total commitment to the US night operation.

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• Fast-track your career – 40% of our employees are promoted every review cycle (bi-annually).
• Stock options for all employees.
• L&D budget to support the skills you value.
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings.

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one. If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.